Delivery & Returns

Delivery Charges

All of our Made to Order items are delivered by our dedicated white glove two-person delivery team across the United Kingdom (including Scotland, Northern Ireland, Isle of Man, and Isle of Wight).

Order Processing & Dispatch

Made to Order Items: Please refer to the individual product page for estimated production and delivery timelines.

Delivery Partners

We work with reputable courier services to ensure your order reaches you safely and promptly. The choice of courier depends on the size and weight of your order.

Tracking information will be provided once your order has been dispatched.

International Deliveries

At present, we deliver to addresses within the UK mainland only.
For delivery enquiries outside the UK, please contact parlour@laurastephens.co.uk.

Furniture Delivery

For armchairs and larger items, we use a specialist two-person delivery service. This includes:

Delivery to your room of choice
Assembly if required
Removal of all packaging materials

Please ensure:

The delivery pathway is clear
The item’s dimensions will fit through doorways and hallways before placing your order
Once your item arrives at our warehouse, our delivery team will contact you to arrange a convenient delivery slot and send an email confirmation.
Deliveries take place Monday to Friday between 7:00 AM and 7:00 PM, with four-hour time slots.
The team will send a confirmation message the day before, a text on the morning and a call when the delivery team are 20 minutes away.
If there are any access restrictions (e.g. narrow staircases, limited parking), please inform us in advance.
There is sufficient parking access for the delivery van.

Failed Deliveries & Cancellations

If no one is available to receive the delivery at the agreed time, a re-delivery fee may apply.
Deliveries cancelled within 24 hours of the scheduled time will incur a £90 cancellation fee.

Returns & Exchanges

Non-Returnable Items: As all items are made to order, they are non-returnable unless defective. This includes returns based on access issues.
Faulty or Damaged Items: If your order arrives damaged or defective, please contact parlour@laurastephens.co.uk immediately.
We will arrange a replacement or refund where appropriate.

Contact Information

For any questions regarding deliveries or returns, please contact our customer service team:
parlour@laurastephens.co.uk

Please note: This policy is subject to change. For the most up-to-date information, always refer to our website or contact our customer service team.